Hi there, @user_sg3gha. Having your business calls drop into a fax tone is incredibly frustrating, especially when it’s happening to every other call. This usually means a piece of equipment or a specific setting is aggressively jumping onto the line before you or your staff can answer. Because it is happening to roughly every other call, it is highly likely that either a piece of hardware is fighting for the line, or you have a "Hunt Group" (rollover) setting that is accidentally routing busy calls to a fax line.
- Do you have a physical fax machine, an all-in-one printer, a dial-up credit card terminal, or an older alarm system sharing this phone line?
- Physically unplug the telephone/wall cable from your fax machine or printer. Once it is completely disconnected, try placing a few test calls to your business from a mobile phone.
- If the tone stops, the fax machine is the culprit. To fix this permanently while keeping it plugged in, go into your fax machine’s settings and increase the "Rings to Answer" to 5 or more rings. This ensures your team (or your standard voicemail) has plenty of time to answer the call first.
Since this happens on alternating calls, your lines might be set up to roll over to a secondary line when the main line is busy or receiving simultaneous calls. If you have a second line, and it is plugged into a fax machine, any concurrent call will automatically roll over and hit that fax tone. Ensure that your secondary lines are not actively being seized by data devices.
Sometimes the digital switching logic inside the business modem just needs a quick refresh. Unplug the power cable from the back of your Xfinity Gateway. Wait about 30 seconds. Plug it back in and allow it 3 to 5 minutes to fully boot back up and restore your dial tone.
Please give the hardware isolation test a try first! If you unplug all fax and data equipment and the issue still persists on alternating calls, let me know. That will tell us the issue is likely tied to a routing configuration on the backend of your Xfinity Voice Portal, and I will be happy to look directly into your account features to get that corrected for you.
EG
Expert
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118.9K Messages
2 days ago
The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section for assistance.
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XfinitySara
Official Employee
•
2.7K Messages
6 hours ago
Hi there, @user_sg3gha. Having your business calls drop into a fax tone is incredibly frustrating, especially when it’s happening to every other call. This usually means a piece of equipment or a specific setting is aggressively jumping onto the line before you or your staff can answer. Because it is happening to roughly every other call, it is highly likely that either a piece of hardware is fighting for the line, or you have a "Hunt Group" (rollover) setting that is accidentally routing busy calls to a fax line.
- Do you have a physical fax machine, an all-in-one printer, a dial-up credit card terminal, or an older alarm system sharing this phone line?
- Physically unplug the telephone/wall cable from your fax machine or printer. Once it is completely disconnected, try placing a few test calls to your business from a mobile phone.
- If the tone stops, the fax machine is the culprit. To fix this permanently while keeping it plugged in, go into your fax machine’s settings and increase the "Rings to Answer" to 5 or more rings. This ensures your team (or your standard voicemail) has plenty of time to answer the call first.
Since this happens on alternating calls, your lines might be set up to roll over to a secondary line when the main line is busy or receiving simultaneous calls. If you have a second line, and it is plugged into a fax machine, any concurrent call will automatically roll over and hit that fax tone. Ensure that your secondary lines are not actively being seized by data devices.
Sometimes the digital switching logic inside the business modem just needs a quick refresh. Unplug the power cable from the back of your Xfinity Gateway. Wait about 30 seconds. Plug it back in and allow it 3 to 5 minutes to fully boot back up and restore your dial tone.
Please give the hardware isolation test a try first! If you unplug all fax and data equipment and the issue still persists on alternating calls, let me know. That will tell us the issue is likely tied to a routing configuration on the backend of your Xfinity Voice Portal, and I will be happy to look directly into your account features to get that corrected for you.
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